Research on Service Quality for China’s Ceramic Product Design Industry

Abstract

As a part of the service industry, product design practitioners should possess an understanding of the multifaceted factors and solutions that contribute to delivering exceptional service quality. However, related research on the service quality factors and solutions for China’s ceramic product design industry is still an important research gap. In view of this, an integrated approach based on multi-criteria decision making (MCDM), combining the fuzzy analytic hierarchy process (FAHP) and the measurement of alternatives and ranking according to compromise solution (MARCOS), was proposed in this research to analyse and evaluate the service quality factors and solutions for China’s ceramic product design industry. Initially, the FAHP method determined the significance of the service quality dimensions and indicators. Subsequently, the MARCOS method ranked the alternatives based on their performance against these criteria. This research focuses on the growing subject of service quality in China’s ceramic product design industry. The proposed model identifies essential service quality factors and solutions for China’s ceramic product design industry. The findings of this study may assist ceramic product design practitioners in China in making strategic decisions to provide excellent service quality.

Keywords

• SERVQUAL scale
• fuzzy analytic hierarchy process (FAHP)
• the measurement of alternatives and ranking according to compromise solution (MARCOS)
• multi-criteria decision making (MCDM)
• integrated method